Password Reset / Password Incorrect Issues

[Stormlilly]

Hi guys,

Ever since migrating from XF to IPS we are getting reports from members saying that their passwords will not work even though they are correct.  This happened to my Admin account once as well and I had to get another admin to reset my password.  Often the reset email never arrives, even though other emails usually do.

I have asked IPS to debug this but they couldn't replicate it. Other IPS customers have complained of something similar here and here.

We are losing members and I would like to know if someone (IPS staff or otherwise) can help to fix this.

These are some examples of the comments I am getting from members, there are stacks more:

Quote

 

"I keep on typing my password to login, but its always incorrect (dunno why) - I sent out a password reset email to my email account (emailxxx@outlook.com) but I haven't received any reset email. What can I do?"

"Hi there, what's wrong with the password system here?  This is the second person who says she can't log into her account.  Can you reset it and let me know what it is, so I can email it to her? She created another profile EmmaS but wants to use her old one.  Also she says everytime she logs into EmmaS it says her password is invalid and she has to reset it every time. Thanks!"

"Every time I try to login I'm told my password is bad. I use the firgot password thing and reset it. But then the next time I log in its wrong again. Help?"

"Hi there, I am snapchat friends with someone who used to be a regular here, Jax18.  She hasn't been able to access the new website since the transition and has tried to reset her password but is not receiving an email with her new password.  I see the email she has listed here and confirmed with her that that is the email she checks after having reset her password but she says she is not receiving her new password. Can you reset it for her and let me know what it is so I can send it to her via snapchat?  Can you see she tried to reset it and possible debug why she didn't receive her new password?"

"Every time I sign in I have to reset my password"

"Hello, I joined before the revamp,which looks pretty nice I must say, but I have had issues since then. I waited a while and some things worked themselves out but my main problem now is my password. Whenever I try to log in it always says my password is wrong. I now have to reset my password every time I log in which is annoying and another reason I don't visit as often as I use to. Can someone fix this problem please. I miss keeping up with the forums and the cool peeps here. Thanks in advance."

"can I get my password issue situated? I need to request a password each time I log in. Sandra attempted to help before with no success. It was never an issue until the new website layout started"

 

 

[DesignzShop]

I miss read the first time. Sorry.. You have cleared your browser cookie caches correct? I'll throw this back in the mix, have you tested your email settings in acp? I probably can't be much more of a help here, I can't reproduce this.

Regards

[Stormlilly]

Hi, thanks @DesignzShop

In troubleshooting we have tried:

- Clearing cache
- Logging in from different devices and browsers
- Resetting the password manually by Admin (for most members this seems to resolve the issue)
- Checking and unchecking the 'remember me' box
- Creating a new account (same email address) still produced the issue for one member
- Some members also do not receive the reset password email - not in spam box, email is correct, other emails working.

[DesignzShop]

Have you checked your error logs either for anything? You will need to click your support link in ACP then look to the right hand side for "Error Logs"

I'm not sure how far your ticket went up or if it was escalated,. Possibly ask them to take another look? Besides this you have a test site copy you can use with your IPB license. I do suggest setting one up and testing that to see if you get the same issues. If not that would tell something of course

[DesignzShop]

Are you using pages application and using it under root?

If so please check this guide and make sure those steps have been followed, especially cookie path

 

[Stormlilly]

Thanks! I'll check it out.

[AndyF]

I've closed the older topic as this one has more relevant / up-to-date information present.

If this issue should persist (as it is listed to convert passwords) I would suggest if you have followed the article linked and still have issues please submit a ticket in the Client Area so a support technician can have a look at this for you. I realise you have done this before however you now have some more information it seems, going from your post at least.

The emails not arriving is a concern though. I cannot think of any reason why these should never arrive but other emails from your community do. I'm assuming the members are also checking their spam/junk email folders just in case they have ended up there ? This is not too likely but it is worth asking them if they have checked these folders.

[Surendra.S]

@Stormlilly, I dont want to disturb your thread, but just wanted to confirm that I have the exact same issue.

The password emails never arrive (even in Spam folders) or if they arrive the Passwords wont work.

If I change the member password through ACP, then that password works.

Members are complaining that they are unable to reset passwords on their own.

And the issue was not there initially. But once the members stated growing beyond thousands, the issue started.

I am currently on 3.4.x version and now upgrading to 4.1.10.

If issue persists after upgrade, I will submit support ticket.

[DesignzShop]

4 hours ago, Surendra.S said:

@Stormlilly, I dont want to disturb your thread, but just wanted to confirm that I have the exact same issue.

The password emails never arrive (even in Spam folders) or if they arrive the Passwords wont work.

If I change the member password through ACP, then that password works.

Members are complaining that they are unable to reset passwords on their own.

And the issue was not there initially. But once the members stated growing beyond thousands, the issue started.

I am currently on 3.4.x version and now upgrading to 4.1.10.

If issue persists after upgrade, I will submit support ticket.

You may want to post in the 3.4 forum or submit a ticket, I assumed op was in the 4.x.x series

[Stormlilly]

We are running on the latest release.  The issue is still happening here.

Interested to hear if other people are experiencing this on their boards.

@DesignzShop let me know if it still happens after your upgrade, good luck  

[Aiwa]

Sounds like you may have a login handler enabled that's not configured properly.  

[Whiskey Bizness]

We have experienced this problem on my forum after upgrading to 4.1.x coming from 3.4.9.   The problem for us seems to be related to having converted forum software back a few years ago, and the "converter" not functioning properly afterward. 

In our case the previous software was vBulletin 3.  It used a 'salt' to hash the passwords in the database and the login converter from IPB made it possible for IPB to use those account credentials for user authentication.  Once the converter broke during the upgrade to 4.1.x, those users were no longer able to login.  Consequently we have had to reset a lot of user passwords either manually or the users have done it via the password reset link.

If your users aren't being emailed the password reset link when they request it, you're definitely in an undesirable condition.  REALLY, Invision needs to warn forum admins of this before they upgrade to 4.x!  If you're not expecting it to happen, you will be sunk.

[Stormlilly]

We came straight from Xenforo to 4.x. however some of the affected members registered after the migration.

Thanks @Aiwa I think you might be onto something.  The only additional Login Handler I have enabled is Converter.

Looking into it now.